Community Forum

Intermittent connection since 6 months ago!

Highlighted
New Poster

Intermittent connection since 6 months ago!

Hello,

 

I am having issues with my Xfinity internet over the past 6 months. At first, the timeouts were happening every day around noon, but since last month, they are happening at random times throughout the day.

 

I have had 3 technicians visiting my place and checking the equipment inside and outside of the apartment. With every visit, they have told me that there's nothing wrong with the equipment and have charged me $10 each time.

 

What happens is that the power level of my upstream channels go above 50 dBmV for several minutes which makes the modem to reboot. This happens over and over throughout the day. At first, I thought that it might be because of heat (as it was only happening around noon) but it's happening more now as the weather has cooled down.

 

This is a screenshot that I took when the power levels were high (the modem was rebooted about 30 minutes before):

https://ibb.co/W2Rq1vQ

 

omid_j_0-1602008015145.png

 

This is a screenshot taken about 15 minutes after, when everything is fine:

https://ibb.co/W2Rq1vQ

 

omid_j_1-1602008074833.png

 

And, these are the logs after rebooting the modem:

https://ibb.co/gFJvmxg

 

omid_j_2-1602008129391.png

 

I have also tried testing with another modem and still facing the same issue.

I really appreciate if someone could help me because I'm literally not able to use my Internet as it gets disconnected at every meeting that I have.

Highlighted
Expert

Re: Intermittent connection since 6 months ago!

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

Or copy all of the text of the status page and paste it into the body of your next post here.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
New Poster

Re: Intermittent connection since 6 months ago!

Thank you! I was wondering why the images are not showing up.

I added links to ImgBB.

Highlighted
Expert

Re: Intermittent connection since 6 months ago!

Yep. Those are some wild fluctuations. It shouldn't flux more than 3-4 dB. You may not be able to fix this but here is some stuff that you can try;

 

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
New Poster

Re: Intermittent connection since 6 months ago!

So, it seems like the problem was a filter (attentuantor) that was installed on my cable. Removing that filter fixed the upstream problem and everything was fine for a few hours.

 

Then, I got the ping timeouts again and figured that now the downstream power levels are high. Right now, it recovers faster from the timeouts compared to having upstream noise. But I still get kicked out of my meetings because of this.

 

These are the levels right now (modem rebooted 15 minutes ago):

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM25613543000000 Hz9.5 dBmV42.8 dB7664
2LockedQAM2561453000000 Hz9.6 dBmV43.5 dB1140
3LockedQAM2562459000000 Hz9.6 dBmV43.4 dB4235
4LockedQAM2563465000000 Hz9.2 dBmV43.2 dB550
5LockedQAM2564471000000 Hz9.2 dBmV43.1 dB8527
6LockedQAM2565477000000 Hz9.2 dBmV43.1 dB5332
7LockedQAM2566483000000 Hz9.1 dBmV42.9 dB45103
8LockedQAM2567489000000 Hz9.2 dBmV42.9 dB950
9LockedQAM2568513000000 Hz9.0 dBmV42.8 dB8245
10LockedQAM2569519000000 Hz9.3 dBmV43.0 dB4831
11LockedQAM25610525000000 Hz9.4 dBmV42.4 dB720
12LockedQAM25611531000000 Hz9.5 dBmV42.7 dB6925
13LockedQAM25612537000000 Hz9.7 dBmV43.1 dB52167
14LockedQAM25614549000000 Hz9.7 dBmV43.0 dB6734
15LockedQAM25615555000000 Hz9.7 dBmV42.9 dB539
16LockedQAM25616561000000 Hz9.4 dBmV42.8 dB500

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 Ksym/sec23700000 Hz38.5 dBmV
2LockedATDMA15120 Ksym/sec17300000 Hz38.4 dBmV
3LockedATDMA35120 Ksym/sec30100000 Hz40.0 dBmV
4LockedATDMA45120 Ksym/sec36500000 Hz39.9 dBmV


Any ideas of how to fix this? 

Highlighted
Expert

Re: Intermittent connection since 6 months ago!

You could try using a forward path only attenuator such as this;

 

https://www.amazon.com/line-Signal-Forward-Attenuator-FPA6-54/dp/B07882H96R/ref=sr_1_1?dchild=1&keyw...

 

It will knock the downstream power down by 6 dB but will not affect the upstream power.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
New Poster

Re: Intermittent connection since 6 months ago!

The one that was installed looked very similar. It was FPA3-54 PPC 309.

Will there be a difference if I use the one you suggested?

Highlighted
New Poster

Re: Intermittent connection since 6 months ago!

I had the 4th technician visit today. His name was AJ and after I explained him what the problem is, he called the network maintenance and they changed all of the equipments outside the house (amplifier, etc.)

The main cable from the pole had several holes in it, and AJ said radio frequency was interfering with our internet. 

 

I wish they had sent him at the first time so I didn't have to pay $30 for a problem not related to me. But I'm glad that the problem is solved now.